IT Support

Job Title: IT Studio Support Admin L2

Role type: ​Perm

Location: Manchester

Job Description:

Key Responsibilities:

Frontline installation, maintenance, and troubleshooting of IT equipment deployed within the environment.

Provide technical customer support and service, troubleshoot and diagnose hardware and software in a helpdesk type environment.

Strong background in troubleshooting and problem solving concerning all aspects of technology provided by the IT department.

Use of IT Service Management tools to track and record customer incidents and requests.

Extensive background in customer service with a Customer First approach.

Excellent written, digital, and oral communication skills.

Ability to work on an tech forward customer support team assisting users both local and remote.

Deployment and recovery of computer and peripheral equipment.

Liaising with IT engineers to maximize system performance and reliability.

Organizing and working with Epic stakeholders to test, prepare, and maintain technology for shows, conventions, demos, and events.

Balance the demands of daily / routine assignments with long-term projects.

Create and document routine IT processes and procedures in accordance with our knowledge management process.

Develop strong relationships with internal customers, teams, and VIPs.

Perform other duties as assigned.

Qualifications:

Requirements (3-5 years):

Experience with endpoint management tools, such as Intune.

Understanding of best practices and administration of Identity Management Platforms. (Active Directory, Okta, etc)

Experience administering Mac and Windows desktop environments including configuring, upgrading, troubleshooting, and resolving issues.

Familiarity with mobile technologies including iOS and Android.

Working experience with an IT ticketing system to track customer issues from initial diagnosis, through troubleshooting, and into resolution or escalation. (ServiceNow, Jira, Zendesk)

Familiarity in using and supporting Source Control tools (Perforce and Git preferred) a bonus

Hands-on experience with infrastructure technologies and appliances (Nutanix, VMware, Cisco Switches, Ansible, etc.) a bonus

Understanding of protocols such as TCP, UDP, DNS, HTTP, SSH, LDAP

Proficiency in multitasking, context switching, and managing priorities in a fast-paced setting.

Experience dealing with incident troubleshooting and escalation procedures

Working experience working with Anti-Virus, local firewalls, Direct Access/VPN, MFA, SSO, LAPS process/procedure.

Familiar with Spyware/Malware Remediation and liaising with SoC/InfoSec resources.

Exposure to cloud-based infrastructures and domain management (e.g. Amazon Web Services)